When assigning a severity level to your support case, we consider the severity of the problem, the business impact to your organisation, and whether there is a suitable workaround available. The severity level may change during the life of the support case. Please use the following as a guideline:

• Severity 1 – Critical
  • Your entire system is inoperable and your organisation is critically impacted.
• Severity 2 – High
  • You cannot use the system, or a function of the system is not working correctly and is affecting your processing. No workaround is available. Your business is severely impacted.
• Severity 3 – Medium
  • A function is not working correctly but is not mission critical. Often a workaround will exist although the issue does need to be resolved. Your business is not seriously affected.
• Severity 4 – Low

A question or request for information regarding existing systems, new products, or functionality.

Each active case will be assigned an agreed severity level. You can change the severity level of a case and therefore the priority by liaising with the Support Team.

For the complete support service level guide, please refer to this page.